Pingo Control Hub Operations Manager

The purpose of the Control Hub Operations Manager role is to lead and manage real-time delivery operations across the national network during assigned shifts, ensuring consistent achievement of service level agreements (SLAs) and operational performance targets. This role holds full end-to-end accountability for tactical decision-making based on national performance indicators and exception dashboards, enabling proactive resolution of service risks and optimisation of delivery outcomes. The Shift Manager is responsible for managing a team of Team Leaders, driving alignment across all Control Hub locations, which compromises of Logistics and Order Fulfilment divisions, ensuring seamless execution of delivery plans nationwide. Through effective leadership, collaboration, and a commitment to continuous improvement, the role plays a critical part in enhancing the customer experience and fostering a high-performance culture across the national delivery ecosystem.

Monitor national real-time performance dashboards and KPIs to make tactical decisions that ensure SLA adherence across all regions.

Manage day-to-day operations of the national Control Hub network, including driver assignment, store capacity, and delivery progress.

Proactively identify and resolve operational bottlenecks at a national level, escalating issues where necessary.

Ensure timely and accurate assignment of drivers across clusters nationwide to maximise efficiency.

Collaborate with national fulfilment and delivery teams to rectify delays and improve on-time delivery rates.

Provide daily national-level reporting to key stakeholders on performance, risks, and operational outcomes.

Identify and implement operational and technical improvements to enhance service delivery across the country.

Lead a national team of Team Leaders, focusing on recruitment, development, and retention of top talent.

Provide regular coaching, feedback, and performance management to support professional growth and consistency across regions.

Foster a culture of collaboration, accountability, and continuous improvement nationwide.

Recognise and reward high performance to maintain team morale and motivation.

Work closely with other Shift Managers and the Head of Customer Operations to ensure consistent leadership and strategic alignment.

Develop and maintain effective national shift schedules that balance workload, availability, and operational needs across all hubs.

Monitor staffing levels and request additional resources as needed to manage demand fluctuations nationally.

Manage overtime, leave approvals, and break schedules to optimise productivity and employee well-being.

Drive recruitment efforts for vacancies and support onboarding processes across the national footprint.

Act as the key point of contact for operational queries and issue resolution during the shift at a national level.

Facilitate coordination between Control Hub staff and departments such as Operations, Support Centre, Stores, IT, Planning, and Pingo clients.

Ensure seamless communication during shift handovers to maintain operational continuity across all hubs.

Collaborate with the Customer Experience Manager to implement process improvements and act as a change agent nationally.

Manage emergency situations by following established protocols and ensuring staff safety across all locations.

Coordinate with external stakeholders (e.g., emergency services) to ensure timely and compliant responses.

Conduct post-incident reviews and implement corrective actions to improve future response capabilities nationally.

Maintain a comprehensive understanding of all operational tools and systems used across the national Control Hub network.

Provide feedback on system performance and contribute to system improvement initiatives.

Ensure accurate and timely reporting of operational metrics, incidents, and shift outcomes at a national level.

Degree or Diploma in Logistics, Supply Chain Management, Business Administration, or a related field – (essential).

+5 years’ experience in a Supervisory role in Logistics, Transportation, or eCommerce Operations within a shift-based structure – (essential).

Strong proven track record in eCommerce platforms – (essential).

Computer literate with proficiency in MS Office – (essential)

Familiarity with communication technology such as email, phone systems, messaging platforms – (essential).

Must be able to work long hours (including weekends and Public Holidays) – (essential).

Ability to multitask and work in a fast-paced environment – (essential).

Experience in operating in a safe manner complying with all company policies & Health, Safety, Quality and Environmental requirements to ensure own safety and the safety of others – (desired).

Experience in the compliance with Good Distribution and Good Documentation Practice guidelines as per South African Health Products Regulatory Authority (SAHPRA) – (desired).

A Team Leader - Communicates a vision and inspires motivation, engaging the team or team process to resolve problems or differences. Is aware of how management style impacts staff productivity and development, modifying leadership style to meet situational requirements.

Coaches, mentors and directs others to reach individual and team goals, delivering end-to-end business solutions in a collaborative and professional manner.

Drive for operational excellence and continuous improvement – Sets stretch goals for self and others while working tenaciously toward meeting and exceeding expectations within quality standards. Initiates action to improve business processes; using appropriate methods to identify opportunities, implement solutions, and measure impact.

Planning and organising with strong time management and attention to detail – Able to prioritise and execute multiple and high-volume projects simultaneously in a fast-paced environment. Identify urgent and important tasks and priorities to ensure operational delivery.

Decisive with strong problem-solving skills – Integrates multiple and complex data sources to apply sound judgment; applies retail insights and knowledge to manage the division in a competitive, volatile trading and shopper landscape.

Analytical, critical thinker - Comfortable with complexity and ambiguity, able to adapt to different thinking environments; uses quantitative data to evaluate performance of designs and infer new solutions.

Good business acumen and enterprising thinking, able to operate comfortably within business strategy, current trends and developments in the retail industry, whilst identifying and understanding key business and commercial issues impacting on and contributing to the success, profitability or improvement of the organisation.

Innovative and solution-orientated - Keeps up to date with the latest trends and technologies. Thinks outside the box to come up with solutions while applying sound judgment to generate long-term value.

Efficiently planning, organising and coordinating – Able to timeously and efficiently prioritise and execute multiple and competing demands in a fast-paced environment, whilst coordinating people to ensure best use of time and resources to manage deliverables and deadlines.

Ability to work in a high-volume, high-pressured environment and deliver high productivity, organising, prioritising, and reordering workload, implementing change in a fast-moving environment.

Flexible - Adapts and responds positively to change; spots opportunities and risks and acts to get to the best outcome. Curious and naturally inclined to learn, ask questions, and understand why.

Is customer focused and understands customers and how best to serve them; committed to providing high-quality customer service and ensuring customer needs and expectations are met.

Results-driven and quality focused – Efficiently executes tasks and priorities, setting stretch goals for self, while remaining focused and working tenaciously towards meeting and exceeding expectations within quality standards. Strong commitment to quality and delivering a thorough approach to work.

Relating and Networking - Easily establishes good relationships with customers and staff. Relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others.

Conflict Management - Understands the different approaches and techniques to deal with different types of conflict. Understands the importance of active listening to the concerns, opinions, and objections of others. Able to participate in conversations and meetings intended to resolve conflict. Able to apply basic skills in conflict identification and resolution.